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Reaching out with respect

COBA recently partnered with respected consumer voice Uniting to deliver a webinar on hardship and how to care for vulnerable customers.

Many people are experiencing financial turmoil for the first time, which places a responsibility on financial institutions to offer nuanced and personalised support.

With a spike in hardship enquiries and staff re-allocated to front-line customer support roles, this is a critical time to discuss hardship best practice and the road to recovery for those impacted.

Susan Fraser has worked with Uniting for 12 years, drawing on experience in financial counselling and adult literacy.

The webinar discussed:

  • the complexities of vulnerability during COVID-19
  • common pitfalls when assessing a hardship claim
  • “next steps” for hardship – best practise when it comes time to transition a customer off hardship arrangements
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Ashley Penny
Corporate Affairs Manager
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M: +61 431 932 950
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